Clickfox Case Study

There has been countless times where people find themselves in need of help when it comes to finding that particular item in a retail store. However, there is no one around that they can go to. This arises a sense of anxiety and altercations can happen which leads to retail stores residing to managers to subside the situation. Although, the manager is the person to go to for situations like these, companies should not reside in one person to control a store. Aside from managers, companies do not provide their employees with enough customer service training, support, and help as to dealing with clients. Therefore, companies should provide outstanding customer service training, support, and help to every employee.

Most businesses do not want

Deliver a consistent experience 2. Align service channels, resources, and representatives with customer needs. 3. Promote self-service. The 3rd principle coincides and can be interpreted as companies allowing the customer to be in control while letting them reach their destination. For example an automated answering machine; the client has to complete certain questions until they can contact a customer service representative. The downfall of customer service in recent years can be easily connected to the lack of human interaction within these companies. The 2nd principle can enhance the adverse effect of the 3rd principle; promoting self-service. Such is visible since all the channels and resources are made for the customers to use them. However, the representatives may find themselves not knowing what the issue is since they are used to customers taking care of themselves, and can lead to them not knowing how to fix this problem. To return to the subject, taking too long to fix a problem is a clear and evident sign that poor customer service training is being provided. Such lack of training within employees is noted when an employee does not know how to fix a certain problem or know the answer to a question. Consequently, this leads to the customer having to repeat the question over and over from person to person. This can result in customers not seeking service or buying goods from such